Last updated: June 2026 · Compliant with Consumer Protection (E-Commerce) Rules, 2020
⚖️ This policy is formulated in accordance with the Consumer Protection Act, 2019, the Consumer Protection (E-Commerce) Rules, 2020, and RBI guidelines on payment refunds. Your statutory consumer rights under Indian law are not affected by this policy.
1. Subscription Plans — Monthly, Quarterly & Annual
Cancellation
- You may cancel your subscription at any time from your account settings or by contacting admin.elvarex@gmail.com.
- Cancellation takes effect at the end of the current paid billing period; you will not be charged for subsequent periods.
- You will retain access to premium features until the end of the paid period.
Refunds on Subscriptions
- Subscription fees are non-refundable for the current billing period once charged, except as specified below.
- Exception — Technical Error: If you were charged but were unable to access paid features due to a verified platform-side technical failure, you are entitled to a full refund. Please report within 7 days of the charge.
- Exception — Duplicate Charge: If you were charged more than once for the same subscription period, the duplicate amount will be refunded within 5–7 business days.
2. One-Time Virtual Gifts (Rose, Star, Super Star)
- Virtual gifts are digital tokens of appreciation sent to creators and are final and non-refundable once the gift animation has been delivered to the creator's stream.
- Exception — Non-Delivery: If your payment was processed but the gift was not delivered due to a technical error, contact us within 48 hours with your transaction reference. We will investigate and, if verified, credit the equivalent gift value to your account or process a refund.
3. Failed, Pending or Duplicate Transactions
- Payment deducted, order not confirmed: In most cases, such amounts are automatically reversed by your bank within 5–7 business days. If not, contact us with your bank statement and transaction ID.
- Duplicate charge: Confirmed duplicate charges will be refunded within 7–10 business days.
- Pending transactions: Some UPI and net banking transactions may remain in "pending" status for up to 3 working days. Do not attempt a second payment for the same order until the first transaction is confirmed failed.
4. Refund Process & Timeline
- Approved refunds are processed to the original payment method (UPI, card, net banking) within 5–7 business days of approval.
- Credit card refunds may take an additional 2–5 business days to reflect depending on your card issuer.
- UPI refunds are typically instant but may take up to 2 business days in rare cases.
- You will receive an email confirmation once your refund has been initiated.
5. How to Request a Refund
📩 Refund / Payment Grievance Officer
Email: grievance@reelzy.app
Phone: +91 9600403714
Hours: Monday – Saturday, 10:00 AM – 6:00 PM IST
Please include:
• Full name and registered email/mobile
• Order ID or Transaction ID (from your bank or payment app)
• Date and amount of transaction
• Reason for refund request
• Screenshot of payment confirmation (if available)
Acknowledgement within 24 hours · Resolution within 15 business days
6. Chargebacks
We request that you contact us directly before initiating a chargeback with your bank. Unauthorised chargebacks may result in temporary account suspension pending investigation. We cooperate fully with all chargeback investigations and provide relevant evidence to the payment processor and your bank.
7. Consumer Rights
Nothing in this policy limits or excludes your statutory rights under the Consumer Protection Act, 2019. If you are dissatisfied with our resolution, you may:
- Contact the National Consumer Helpline at 1800-11-4000 (toll-free)
- File a complaint on the Consumer Online Resource and Empowerment (CORE) portal at consumerhelpline.gov.in
- Approach the District Consumer Disputes Redressal Commission under the Consumer Protection Act, 2019
8. Payment Security
All payment transactions on Reelzy are processed by RBI-authorised payment aggregators. We do not store your card numbers, CVV, UPI PINs or net banking credentials. Our payment infrastructure is PCI-DSS compliant. Transactions are secured by 256-bit SSL/TLS encryption.